PRACTICE CRD 2 - Per Diem

UCSF•San Francisco, CA

2d•$34 - $48•Onsite

About The Position

The Practice Coordinator 2 represents the administrative team as the public face of the practice and works with administrative, clinical, and management teams to support practice operations, customer service recovery, and intervention efforts. The role supports administrative functions including CRM messages, telephone encounters, referrals, APeX in-baskets, scanning, filing, authorizations, and billing, and maintains routine clerical operations and communications. The coordinator follows UCSF House and Telephone Standards, responds sensitively to patients, staff, and providers, and uses knowledge of practice operations to problem-solve, prioritize, and facilitate complex transactions while adapting to changing priorities. This position supports an outpatient care unit by providing customer service and facilitating accurate information flow among medical, hospital staff, and departments. The Practice Coordinator 2 may be required to work at any UCSF campus as needed and scheduled. Responsibilities include new and established patient scheduling, referrals, check-in and front-desk support, revenue-cycle work, appointment and care coordination, phone-bank coverage, APeX and IT workflows, customer-service outreach, records management, and general administrative support. The role also contributes to team training, performance improvement, patient safety, infection control, and the maintenance of a patient-focused environment. Required qualifications include a high school diploma or equivalent with four years of related experience, a college degree with six months of related experience, or an equivalent combination of education and experience. The position requires strong computer and office-software skills, the ability to navigate multiple patient record systems, customer-service and communication skills, sound judgment, organizational and problem-solving abilities, basic math, medical-practice terminology, and the ability to work independently with minimal supervision. Preferred qualifications include healthcare experience in scheduling, insurance verification, medical-record data abstraction, or patient financial services; prior appointment, ancillary, or surgical scheduling; multilingual ability; and EPIC experience.

Requirements

High school graduate or equivalent with four years of related experience; or college degree with six months of related experience; or equivalent combination of education and experience.
Successfully pass fingerprinting protocol and be approved as a cash collector, if applicable.
Strong computer and basic keyboarding skills, experience with at least two office software programs such as Outlook, Word, or Excel, and ability to navigate multiple patient-record systems.
Ability to sit at a computer terminal with telephone headphones for extended periods.
Ability to analyze situations, prioritize workload, develop solutions, and make recommendations.
Ability to work with minimal supervision and exercise good judgment independently, including under deadline pressure.
Excellent customer-service, communication, and interpersonal skills in person and over the telephone.
Basic math skills.
Ability to interact with a wide variety of individuals and deal sensitively and effectively with patients.
Excellent organizational and problem-solving skills.
Strong writing skills, including composing, editing, and proofreading a wide variety of documents.
Demonstrated administrative and office-coordination skills.
Demonstrated knowledge of medical-practice terminology.
Complete the applicable APeX proficiency checklist with the Supervisor within six months of the start date, following training.

Nice To Haves

Healthcare experience, including medical, dental, or veterinary experience in patient scheduling, insurance verification, medical-record data abstraction, or patient financial services.
Prior appointment, ancillary-service, or surgical-scheduling experience, or a combination of these.
Bilingual or multilingual capability; Spanish, Cantonese, and Russian are strongly preferred.
Prior experience with EPIC.

Responsibilities

Review and process referral workqueues, document referral activity, serve as a primary contact for referring physicians and new patients, and coordinate new-patient assignment, registration, scheduling, intake paperwork, insurance information, authorizations, and pre-appointment needs.
Explain first-appointment procedures and practice guidelines to patients, provide directions and instructions, prepare or send new-patient materials, and help create a professional first impression.
Perform assigned revenue-cycle work, including cash collection and deposits, communicating financial policies, obtaining and documenting authorizations, supporting accurate billing, and coordinating with patients, providers, insurance companies, and hospital departments.
Greet and check in patients, determine and collect copayments, support timely registration and practice flow, maintain the reception area, assist with check-in kiosks, and intervene when patients experience delays or inadequate service.
Create and maintain Cadence provider schedule templates, generate reschedule reports, and help ensure timely rescheduling and consistent clinic access.
Schedule established-patient appointments, procedures, and tests; coordinate appointments across providers; answer schedule and practice-policy questions; and follow up on missed appointments.
Triage telephone calls, screen for emergencies, route messages and requests to appropriate staff, cover APeX in-baskets and phone messages, and coordinate urgent and same-day patient needs with clinical staff.
Provide administrative support for patient care, including patient letters, educational materials, test results, records, filing, scanning, and communications with patients and referring physicians.
Use APeX and related systems to process referrals, CRM messages, telephone encounters, workqueues, MyChart communications, letters, outside test results, orders, Smart Sets, appointment scheduling, and other assigned patient-care coordination workflows.
Respond to patient calls and online appointment requests using EPIC/Cadence and CRM documentation, following phone-bank protocols to involve clinicians for urgent or emergent symptoms.
Prepare charts, track incoming slides, films, and reports, scan and import records, maintain provider calendars, and protect the confidentiality and security of patient information in accordance with HIPAA and UCSF policies.
Participate in team meetings, training, performance-improvement initiatives, customer-service initiatives, and workflow improvements; provide training to new hires and support colleagues as assigned.
Follow infection-control, safety, ergonomic, Joint Commission, and Title 22 requirements; report malfunctioning equipment and unsafe conditions, and support life-safety activities and drills as assigned.
Deliver patient-focused customer service, handle complaints and inquiries, communicate delays, support service recovery, advocate for patients, and model UCSF Living PRIDE standards.
Maintain neat and orderly work areas, protect facility equipment and the physical environment, and perform other duties as assigned.